The Settings module allows you to configure the organisation-wide settings for the contact centre.
Where to find Settings
Open the Workspace.
Select Settings from the Administration menu.
1. Security Settings
These settings are set by the administration team and apply to all workspace users. These settings specify password and login protocols that are enforced for workspace and toolbar users
Minimum Password Length
Enter a number that will be used to ensure a minimum number of characters in a password
Maximum Password Length
Enter a number that will be used to ensure a maximum number of characters in a password
Select a Security Level between 1 and 4. See Password Complexity for more details.
Maximum Wrong Password Attempts
Enter a number that sets how many failed login attempts are allowed before an account is disabled
Enter 0 to disable this function
Allow Multiple Workspace Logins
Enables multiple users to log in to the Workspace using the same user details, or one user can log in from multiple locations
This will reduce the ability to audit who performs actions on the system
Session Time Out Period
Select a session time out period from the dropdown, options available are:
The Session Timeout Period works with the following logic:
The Session Time Out Period applies to:
Additional authentication settings are available in addition to a Password for Users and Agents.
For Single Sign-On with Microsoft Azure, see: https://v8-knowledgehub.ipscape.com/TI/Microsoft-Azure-Active-Directory.1615167495.html
For Multi-factor Authentication (MFA) [TOTP or WebAuthn], see:
- For Agent configuration: https://v8-knowledgehub.ipscape.com/TAW/Agents.1553826096.html#Agents-3.Addanewagent
- For Workspace User configuration: https://v8-knowledgehub.ipscape.com/TAW/Users.1553727758.html#Users-1.AddorEditUser
NOTE: Configuration of MFA is set individually per Agents and Users profile and can not be configured globally across the Organisation.
1.1 Password Complexity
Password Security Levels
The Password Security Level is used to define how many groups, as described below, need to be present in a password. The higher the number, the less guessable (and therefore, the more secure) the password.
This is the lowest Security level. The password can contain characters from only one group. e.g. password, 654321, MY LOGIN
The password must contain characters from at least two groups. e.g. PassWorD, 6a4b2c, MY$LOGIN#
The password must contain characters from at least three groups. e.g. James(007)Bond, A1b2c3D, My$LogIn#
The password must contain characters from all four groups.
Password Validation will always ensure that the User Name, the First Name, or the Last Name are not used as a part (or the whole) of the password.
For example, for a user named Bob Willis, bob123 and abcWillis are not permissible passwords.
Password Security is used to enforce complexity in passwords by ensuring that they are composed of a mix of characters from multiple different groups:
Upper case alphabetic: ABCDEFGHIJKLMNOPQRSTUVWXYZ
Lower case alphabetic: abcdefghijklmnopqrstuvwxyz
This table demonstrates how many possibilities a password can have as the number of digits and the number of source groups increases. The number of possibilities directly affects the ability to guess a password.
a-z, A-Z, 0-9
a-z, A-Z, 0-9, [other]
2. Agent Toolbar Settings
These settings are used to define agent settings in the toolbar
Enforce valid pause reason
Select to enforce selection of a valid pause reason
Agent can request assistance
Enables or disables the Agent Assist functionality for the agents in the organisation.
If the checkbox is disabled, the Agent assistance icon will not be visible on the Agent toolbar.
These settings are set by the administration team and apply to all Agent Toolbar users.
4. LDAP Settings
These settings define how the Lightweight Directory Access Protocol (LDAP) is applied across the organisation.
LDAP is a protocol for accessing and maintaining distributed directory information services over an Internet Protocol (IP) network. It is used here to provide a "single sign-on" where one password for a user is shared between many services, such as applying a company login code to web pages.
Enter the IP address for the LDAP server to be used to verify a log-on name and password.
Enter the directory structure that your LDAP database uses, e.g. cn=%user%,ou=People,dc=acme,dc=com,dc=au
Please request the structure from your network administrator.
Click the checkbox to enable the use of Transport Layer Security (TLS), which is a cryptographic protocol designed to provide communications security over a computer network.
If LDAP is enabled, TCP or UDP port 389 will be used. Please ensure that this port is open and available
5. Predictive Dialler Settings
These settings control how the predictive dialler manages its call abandonment rates and how restricted the agent is when dialling has commenced on their behalf. A Predictive Dialler is a software module that dials a list of telephone numbers and connects any answered calls to available agents.
In an Outbound Campaign, the Dialler makes calls to the leads provided. The dialler can be configured using this section. A dialler is a software module that dials a list of telephone numbers and connects any answered calls to available agents.
The Cloud Contact Centre predictive dialler uses statistical algorithms to minimize the time that agents spend waiting between conversations while minimizing the occurrence of someone answering when no agent is available.
The predictive dialler is also adaptive, which means it is continually updating predictive dialling probabilities and managing the dialler strategies for performance and compliance with legislation, for example, the Telecommunications Industry Standard (Telemarketing and Research Calls) Industry Standard 2017
Dialler Maximum Abandon Rate (%)
Enter a number that the predictive dialler will use as its upper limit for abandoned calls. When the abandoned calls % approaches this figure, the adaptive dialler will lower its call ratios. Some telecommunication authorities mandate a maximum abandoned calls rate. Also, see the Campaign Dialler Performance report.
The default setting is 3%.
Limit Actions when Dialling
The dialler starts dialling one or more calls for an agent as soon as the agent's state changes to 'Available'. So, if the agent goes to pause, or logs out, or makes a manual call, the dialler may not be able to find an available agent to whom to allocate any of the dialled calls which are answered. This can lead to a dialler hangup. You can prevent this happening by enabling this setting, which causes the pause, log out and manual call functions to be disabled when the system is dialling for the agent.
The default setting is enabled.
When this feature is enabled, the agent will be unable to log out except in one of two states:
In all other agent states, any attempt to log out will be rejected with an error message saying: "Logout is not permitted from the current state".
If there are no leads left to be called, pause, log out, and make manual call will not be disabled, irrespective of the state of this setting.
6. Call Settings
These settings determine the organisation settings for:
How call recordings are managed
Whether manual calls can be assigned to campaigns
What CLI is offered by default
The default dialler strategy used for each list used in an outbound campaign
The CLI (Caller Line Identification) is the phone number that is displayed to the called party when a call is connected. This can be set at the Organisation level with this setting.
This setting can be overridden, in specific circumstances by the Agent CLI setting in Edit Agent Details and/or the Campaign CLI setting in Create or Edit Outbound Campaign.
Default MOH Playlist
Select the playlist that will be used by default for music on hold. See Resources > Files > Playlists.
Agent Ring Timeout
This can be used for Remote Agents. When set, the system will attempt to connect to the Agent and if the Agent does not answer within the specified time, the agent state will be automatically set to auto-pause.
External Ring Timeout
This can be used to set the time out for Outbound Calls. When set, the system will mark the call as "No Answer" if the Customer does not answer the call in the specified time.
Enable Call Recording
Click the checkbox to enable the recording of calls between contacts and agents. The agent to contact leg is recorded, capturing everything the contact and agent says and hears excluding the on-hold music or DTMF tones captured during a ipSCAPE Pay transaction which are not recorded
Encrypt Call Recording
Click the checkbox to enable the encryption of recordings of calls between contacts and agents. When enabled, this feature prevents call recordings from being downloaded to the desktop as an MP3 file.
An encrypted recording can only be replayed in the workspace, however, copies of encrypted call recordings can be requested from the ipSCAPE Service Desk by raising a ticket including the Interaction ID.
Allow transfers outside campaign
Click the checkbox to enable or disable agents from transferring calls to other agents outside the designated campaign.
Calls transferred to an agent outside the assigned campaign would not be transferrable back to the original agent.
7. Chat Settings
These settings define how the organisation manages chat campaigns.
Maximum active chats
Set the number of concurrent chats in which an agent is allowed to participate. Select between one and five.
Set the default chat theme for the organisation. A campaign may use the default theme or may set its own theme for the campaign.
A Chat Theme must be set up before it appears in the 'Chat Theme' drop-down box.
8. Email Settings
Maximum active emails
Set the number of concurrent emails in which an agent is allowed to participate. Select between one and five.
9. Timezone Settings
These settings define two parameters that adjust the operation of the system to meet local conventions - the organisation timezone and the date format used in all record displays.
The Organisation region defines the location of the contact centre and implicitly defines the rules for the application of daylight savings time. It is used to control when events occur in the system, to try and ensure all operations take place at times that are convenient to the affected parties. However, since a contact centre may have agents in multiple timezones, and be servicing contacts in multiple timezones, separate timezone settings are also available for users, agents, contacts and campaigns. Obviously, if the contact centre's operations are confined to just one timezone, all these timezone settings will be the same.
The Organisation Timezone can be selected by first selecting the region, and then the specific timezone within that region, from the drop-down lists.
The fields in the drop-down lists use the IANA Timezone database. The IANA convention refers to timezones using a concatenation of the region and the local timezone description, separated by a '/' character. For example, "Australia/Sydney".
Date display format
The date format affects how dates are displayed for all users throughout the system. Multiple formats are supported, reflecting the main date formatting conventions used around the world.
10. Channel Settings
These settings define the default email channel to be used for sending emails. An email campaign is most likely to use a campaign-specific email channel, however, this setting determines the channel used for the sending of generated reports, call recordings, and system alerts.
The channel settings define the default email channel to be used for sending emails. The SMTP server settings for the selected channel are used for this purpose.
The default Email Channel is used in the following situations:
When sending scheduled reports or report snapshots to users.
When sending a call recording by email.
Default Email Channel
Click on the field to open the drop-down selection list.
Select an email channel from the list.
An email channel must be set up for it to appear in the ‘Default Email Channel’ dropdown.
11. Active Directory settings
These settings allow agents to have accessibility on their current organisation directory using Azure once enabled. Only users with enough authorisation can sync the Active Directory manually.
An Azure Administrator can configure the application, please see: Microsoft Azure Active Directory Integration
Enable Active Directory
Check to enable the Azure Directory for Agent Toolbar
Directory provider. Currently only Azure Active Directory is available from this dropdown.
The Azure Tenant ID is a Global Unique Identifier (GUID) for the Microsoft 365 Tenant.
The ID is used to identify the Microsoft tenant and it's not the organisation name or domain name.
The client ID is the unique Application (client) ID assigned to the app by Azure AD when the app was registered.
The Application (Client) ID can be found in the Azure subscription by Azure AD > Enterprise applications > Application ID.
The Client secret value provided from Azure.